Background Investigation, Call Centers, Call Volume, Communication Skills, Copying Machines, Customer Relations, Customer Relationship Management (CRM) Systems, Customer Support/Service, Depth Perception, Equipment Rentals, Fax Machines, Interpersonal Skills, Lift/Move 50 Pounds, Material Moving, Multitasking, Needs Assessment, OSHA, Physical Demands, Presentation/Verbal Skills, Rentals, Sales, State Laws and Regulations, System Integration (SI), Telephone Skills, Writing Skills
Position Summary: The Rental Client Care Center Representative is responsible for helping us better serve potential and existing rental customers.
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Essential Job Functions and Duties:
- Ability to thrive in a fast-paced, high-volume call environment.
- Develop rapport quickly with clientele to determine needs.
- Manage inbound and outbound rental appointments, internet leads, and internally generated customer opportunities.
- Answer incoming calls from a queue in a professional and courteous manner.
- Foster a team environment by creating and maintaining positive relationships with peers, clients, and general managers.
- Promptly and accurately enter all customer inquiry data into CRM software.
- Work with the National Rental Manager to arrange for the transport of rental vehicles to and from the stores to ensure that the appropriate vehicle is available to a customer as required.
- Schedule the preparation of vehicles (including washing, vacuuming, and checking of equipment) for rental when necessary.
- Work with the sales and service departments to schedule as needed.
- Communicate with assigned locations about upcoming reservations.
- Assist in analyzing the needs of the locations based on wait lists and utilization.
- Adhere to all company policies and procedures, OSHA and other safety regulations, and all state-mandated regulations.
- Comply with MW's Core Values at all times (LOVE IT).
- Complete other duties as assigned.
Position Qualifications and Entrance Requirements:
- At least 2-3 years of rental experience preferred. Familiarity in an automotive call center is not required, but helpful.
- Highly effective communication skills with a compelling phone presence.
- Strong customer service mentality.
- Warm and friendly demeanor.
- Good energy with a positive attitude.
- Proficient with Customer Relationship Management software and integrated phone systems.
- Solid verbal, written, and interpersonal communication skills are required.
- The ability to complete multiple tasks simultaneously is required.
- Candidates must successfully complete criminal and motor vehicle background checks and pre-employment drug screening.
Physical Demands/Work Environment:
- Able to function capably in an office environment using standard equipment (telephones, fax machines, computers, copiers, etc.)
- Must be able to lift up to 50 pounds. Frequent lifting and/or carrying of objects weighing up to 10 pounds.
- Must be able to complete office-related physical activities (walking, standing, talking, hearing, pushing, reaching, seeing, stooping/crouching, smelling, depth perception, identifying colors) as needed.